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hey everybody welcome back to the modern
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customer podcast I'm your host Blake
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Morgan today my guest is Mark Williams
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the head of customer care for Samsung
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Electronics America Samsung was recently
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ranked number one in multiple categories
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by
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acsi for the second year and has
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achieved new levels of Customer Care
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Success by prioritizing technician
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education and upskilling Samsung has
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about 10,000
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care field and service employees in the
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US today we are talking about the
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landscape of Samsung's customer
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experience offering we're talking about
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how they're using Ai and we're talking
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about the secret of a customer Centric
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culture and how to differentiate on
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experience during these times when money
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companies are cutting their customer
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experience programs please enjoy Mark
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Williams Mark welcome to the modern
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customer podcast it's so nice to see you
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here today thank
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you thank you Blake thanks for having me
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so good to meet you where are you
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calling in from today I'm actually in
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Tucson Arizona right now um that's this
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is where I live I work out of uh New
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Jersey but I'm here for for this week
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that's amazing so you are a road warrior
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used to Flying a
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lot I am unfortunately I fly a lot
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matter of fact my next vacation I want
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to drive somewhere and not fly for sure
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that's great well love that um you can
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get an RV to do that but hey um let's
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just get to know you a little bit I mean
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you are the perfect person for this show
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because you have such a service
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background um let's just talk about how
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you landed in service and and what you
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like about
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it sure well thank you for saying that
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first of all so um how I landed in
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service I never planned on being in
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service but I ended up uh kind of
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falling into service and and I found out
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it was a right thing for me but um I've
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been I've had a few really long careers
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um before joining Samsung I was at
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Motorola for about 14 years and I did
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every role except service there and then
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I came to Samsung and and did a little
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bit of a product management role and
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then joined service so um it's kind of
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cool in in the sense that all the all
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the roles I did in the past were not
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directly related to Serv but it gave me
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a good a good overview of the overall
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business and then and helped me to look
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at things in a different way so that now
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when I join service I said this is the
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right thing for me and um GL have ended
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up here so it's been kind of a weird
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year um a report in the Wall Street
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Journal in June said that customer
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service levels are down that actually
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they're they're quite low as far as
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satisfaction but you guys are doing
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really well I know you were recent
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recently ranked number one in multiple
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categories by
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acsi uh what do you have any thoughts
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about what's happening in service across
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America right
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now I mean I so I know what we're doing
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I can take a guess on what's happening
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everywhere else but I mean what we're
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doing you we it's important for us to
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focus on customer experience so um I
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think if if if I take a step back and
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just look at how we evolved um
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when I joined we were actually called
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customer service and maybe about nine
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years ago or so we changed our name to
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customer care actually what says on my
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shirt and we we kind of did that for a
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reason and if you look back at it it
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really made a lot of sense because we
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still do service like service used to be
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break fix and and and fix everything
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that's broken especially for us at
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Samsung since we have so many different
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products across so many different C
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categories but uh we really wanted to
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take it from not just doing that and
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taking care of our customers problems
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but providing an awesome experience
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along the way so for Samsung you know we
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we focus on that and that's there's a
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multiple ways we do that um that could
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be so number one is providing service in
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all these locations uh one of the things
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that's really important for us is our
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network coverage so again I I talk about
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all our products we have a big array of
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mobile products
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and then we have a lot of other products
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that we call consumer electronics or C
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products and those can be anywhere from
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TVs to digital appliances washing
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machines refrigerators dishwashers Etc
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and our network coverage is really
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importance because I'm responsible for
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customer care in the United States the
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US is a huge place as you know and
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trying to get to all those customers
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throughout the entire us is is not an
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easy thing to do uh but our network
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coverage uh has enabled us to do that um
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on the mobile side we we measure network
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coverage by uh the percentage of the US
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population that it that can get their
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device repaired in the same day so same
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day repair um our current coverage is
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about 81% of the
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US is within a 30 minute drive of one of
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our same day service location for the
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people that aren't they can still get
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service by mailing it to us so they can
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still get it we cover 100% on the C side
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TVs and digital Appliance we cover 99%
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of the us and we do that through our
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servicers which are scattered throughout
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the US and then a unique program that we
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launched called svb or ssung BM
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boundaries which allow which allows us
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to drive to these remote locations and
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service customers who never would get
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serviced in the in the
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pth right yeah I mean that's so
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important yeah
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so back to your original question I kind
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of went out a little bit of a tangent
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there and I'm sorry about that but um so
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we we're focusing on on really providing
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a lot of of choices for our customers
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and taking care of coverage um other
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things in in in in addition to coverage
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as far as choice we really want to give
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customers options for taking care of the
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devices like on the mobile side um I
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mentioned we have same day coverage
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where we you can walk into our Loc so if
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you have a phone for example that you
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need uh service on repairer on um you
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can go to one of our our locations we
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have partners with you br iix and
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Batteries Plus um and then we have our
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own location throughout the us but the
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other thing we have is we have a service
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called we come to you uh where we have V
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service and we can actually if you're
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within range we can actually drive um
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and meet you at your location of your
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choice so we could come to your house we
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could come to your work we could meet
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you at a c shop your choice um and then
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on the C side we that it's really hard
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to carry in a refrigerator or uh or a
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dishwasher those are a little too big so
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we do have to come to your house to
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repair those and like I said we have 99%
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coverage when you first Contact us we
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have multiple ways that you can contact
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us you can do the traditional voice call
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um you can get self-service by going to
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our web pages um you we have a YouTube
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channel set down dedicated for Samsung
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Service or we you can do different
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asness ways to contact us including
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texting us and something that's kind of
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cool is uh our the phone number to
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contact us uh is 1 1800 Samsung so you
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can call that number you can text that
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number so it's kind of cool that it's
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it's not hard for the customer to know
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that you can just call us or text us at
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that number and um a lot of people are
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liking the text option because they can
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they can ask questions and respond on
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their time so they can ask a question we
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can respond and then they can you know
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go do something go do a chore and then
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come back and and and answer and
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continue the conversation when it's
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convenient to them absolutely so it
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really seems like you are embracing the
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customer Centric culture that many
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businesses wish they had what do you
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think the tenants of a customer Centric
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culture are yeah um good question thank
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you I mean I think it starts with I
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mentioned choice but then if you look
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into who are the people that are that
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are the customer face who are direct
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direct who are dealing directly with the
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customers and I think it's important
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that those
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people understand and really have a
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passion for providing not just a service
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but providing an awesome experience
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while they're taking care of the service
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so I think culture is really important
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and one thing that's important to us and
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one thing that we talk about within our
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team
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is when you're taking care of a customer
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like if you think about some of the
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important people in your life and and
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how if if if your mom or your
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grandmother or your husband or your your
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daughter whoever if they had a problem
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how would you want them to be treated in
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in solving that problem so it's not just
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solving this problem but it's like
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treating them with respect and being
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kind and just providing this great
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experience with along the way so that's
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I think that's really important for us
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is is to have this culture where
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people believe in that and they want to
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take care of their customers that way so
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many companies today are struggling with
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attrition with contact center agents are
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you are you very involved with the
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contact center agent retention strategy
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is the contact center in-house or could
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you just talk about your your employee
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experience strategy with that yes so
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customer contact centers are we we we
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use a lot of partners for that um and
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the key thing there you know there's
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there's multiple things that that drive
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that make people want to stay um
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certainly pay as as one but um it's also
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providing um the opportunity to take
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care of products and to have an have a
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environment where they where they like
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working and they they have the right
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tools to take care of customers um so
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one of the things that that's important
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to us is I don't want just um agents who
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are just agents I want agents who are
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fans of Samsung like they love our
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products as much as we love them so
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they're they're not just uh agents
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they're Samsung ambassadors so one of
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the things that we like to do that helps
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with retention is to uh give them access
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to or actually give them some of our
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products to use and become ambassadors
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if they're not already I think that
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definitely helps with that and then
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being flexible like you know when it
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makes sense when they show that that it
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doesn't negatively affect our customers
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experience um it doesn't matter where
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they work they can work in a call center
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they can work remote um whatever it
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takes to whatever is better for them so
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they can not only be happy with their
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personal life and their family life but
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they can take care of their customers
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because if everything is good everything
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is in sync with their their personal
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life and their family life that makes
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them um more able to take care of our
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customers yeah I mean you say it very
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nonchalantly but actually enabling
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contact center agents to work remotely
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is like a huge thing it's a whole
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industry now um so I do want to talk
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more about that but I really want to ask
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you also about since you're a tech
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company Ai and how you're incorporating
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AI into the service side and the agent
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side as well so couple ways that we're
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doing it right now um as as I'm I'm sure
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it's going to grow so the obvious way uh
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on the contact center so we use AI to
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actively listen to calls um and what it
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does is it helps it recognizes what a
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customer is talking about and it helps
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push contents to our agents so that they
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can uh respond to them quickly so they
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get they get the relevant information to
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them uh right up on their screen so they
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can they can solve the problem quickly
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another thing and this is kind of cool
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and I mentioned how we use um SMS and
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how some of our customers like to use
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SMS uh so one of the things we're using
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AI for is with Spanish translation so a
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customer can text us in Spanish um it
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comes in AI will translate that
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translate that to English and and put it
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in front of our our agent our agent will
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respond back in English and then it
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translates Spanish and gets it back out
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that's just a kind of a cool application
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that we're using that's and and I'm sure
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it's going to evolve there's going to be
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many other cool things to do with it and
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on the employee experience side have you
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tested any kind of like co-pilot or any
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internal AI stuff
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um not yet not yet we've been discussing
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different different options to do to to
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try things out and and and uh find ways
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to use AI to enhance our the overall
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customer experience and enhance our
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employees uh ability to to connect with
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people and and take care of problems so
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I'll I'll interview you again in six
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months and you'll have a whole whole
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different story for me um hey let's talk
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sounds good yeah Mark let's talk about
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metrics I mean every contact center
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conversation and customer service of
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course metrics is always interesting for
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people to hear about for our audience
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can you just talk about the contact
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center metrics that you think are the
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best and which are the
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worst sure um so it's interesting that
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we're talking a lot about contract
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contact center because that's that's a
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small portion of the overall uh uh
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customer experience and the overall
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customer care offering for Samsung
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because so we do so much more than just
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contact center but I I'll go back to
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contact center so we we look at repair
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we look at how we interact with people
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face to face when we're in their house
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when they're in when we're in one of our
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repair locations um and then also how
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they interact with us through our web
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pages but through contact center some of
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the some of the K the kpis that we look
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at uh we look at call handling time
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average handling time uh we look at our
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ENT s NPS is very important we want to
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know how that experiences um and then
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not just with NPS and not just the NPS
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Store but I think it's it's it's
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important to to look at the comments and
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I love uh reading the customer verbatims
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like what did they like about the
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experience what didn't they like because
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that's how you truly um find out what
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you're doing good and how you expand on
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that and then find out what where you
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have issues and what things you need to
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fix or what things you need to enhance
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um just a little bit about Samsung is um
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Samsung part of our DNA I say this to
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people and it sounds weird and maybe a
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little corny but part of our DNA as
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customer is a continuous Improvement so
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there's few things we like really focus
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on at Samsung when we make a decision we
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want to do it fast we believe in getting
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it done quickly and the second thing is
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continuous Improvement so we're always
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looking at ways to improve and looking
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at comments from customers is a great
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way to do that especially when you see
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the ugly stuff you see some of the
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issues some of the that that our
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customers had maybe with the customer
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Journey or issues they had it's it's a
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curse but it's also a blessing because
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it gives us a chance to identify areas
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to improve and we're always looking for
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ways to do
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that all right so fair enough you said
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Mark that contact center is a tiny piece
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of the overall strategy what tell us
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about the whole pie what's the bigger
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piece that I'm missing
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the bigger piece is is is when we
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actually do repair and um you know I
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talked a little bit about Samson being
00:16:07
abound can I I want to share something
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that's kind of just a what that is and
00:16:12
what it was boring than some kind of a
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cool example from that so Samsung Beyond
00:16:18
boundaries as I mentioned we had an
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issue where we wanted to have number one
00:16:22
coverage in the US but it's always it's
00:16:25
tough to get coverage in the middle of
00:16:27
Montana right so you the issue is is you
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got people that are spread out that they
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live in all these vast places and
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they're not close to each other so the
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volume of repair work that's needed
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doesn't isn't enough to justify actually
00:16:42
having a service center but we had to
00:16:44
figure out ways how are we going to take
00:16:46
care of these STS so we came up with
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this program called Samsung Beyond
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boundaries where we have our service
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centers that that's maybe four hours
00:16:53
away but we actually have a program we
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they'll actually drive four hours and
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take care of our customers
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and the first T at that when you first
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look at that you're like that's not
00:17:03
possible how are you going to do that
00:17:04
how is that um economically possible but
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we were able we were able to find a way
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to to do that by looking at how what we
00:17:13
avoid we avoid doing uh an exchange or a
00:17:17
refund and we look at the actually we're
00:17:20
not just looking at return on investment
00:17:22
but we're looking at return on
00:17:23
experience so we're providing this
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awesome experience for someone that
00:17:27
would in the past they'd have to just
00:17:28
exceed it or get a refund and now we're
00:17:31
actually going to their house and
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repairing it and they love it because
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they they're finally getting taken care
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of but something cool with this is I'll
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just give you one example of and the
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people we choose for this so we choose
00:17:43
our best text for this program we choose
00:17:46
people that like want to take care of
00:17:48
the customers they they do a great job
00:17:50
they have all these great technical
00:17:51
skills but be besides that they're just
00:17:53
great people people people persons right
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so um one example of that is we have a
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tech named Rohan and he's uh he's based
00:18:02
in our um he's based out of Pennsylvania
00:18:05
and he covers a lot of Pennsylvania also
00:18:07
covers upper New York State and um he
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drives an electric car so we we're
00:18:13
worried about the environment too we're
00:18:15
focused on that so he's got all these
00:18:16
long drives but he's got an electric car
00:18:19
and um there's one place where I always
00:18:22
stops to to charge his car and right
00:18:26
across the street from it is an ice
00:18:27
cream shop uh so he loves ice cream and
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he takes his time when he charges his
00:18:33
car to go across the street to the ice
00:18:35
cream shop and it's called frosties and
00:18:38
U one of the times he was charging his
00:18:39
car I went in to get a m uh a malt and
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he s a shake want to get a shake and uh
00:18:47
they they saw his shirt Samson care and
00:18:49
said what is that explain what you do
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and they saw his van his van all has has
00:18:53
a Samsung pair on it and he explained
00:18:55
what he did and the owner he was talking
00:18:57
to said hey one of our employees uh
00:19:01
their grandmother is having a problem
00:19:02
with their fridge should you talk to
00:19:04
them so he went and talked to them and
00:19:07
they connected them with their
00:19:08
grandmother and he called her and found
00:19:10
out that the fridge wasn't working um
00:19:13
sorry the fridge was working but one of
00:19:14
the features wasn't the ice maker was
00:19:16
having issues so what he did is he he
00:19:18
took the time to step it through how he
00:19:20
set up a repair ticket how who to call
00:19:23
how how you set it up and it's actually
00:19:25
something that we were taken care of so
00:19:27
we we we we showed that we were going to
00:19:29
take care of that issue um at no cost to
00:19:32
her she set up the ticket and then he
00:19:35
went on his way and I think about three
00:19:37
days later he was in the area on a
00:19:39
repair call and he went to this house
00:19:42
and started fixing the refrigerator and
00:19:44
realized it was the grandmother that he
00:19:45
had talked to so um it turned out to be
00:19:48
a really cool story he ended up coming
00:19:50
back there and um taking care of her
00:19:53
issues she was very happy she had no
00:19:55
clue what she was going to do on how to
00:19:57
get the ice maker solved and she got it
00:19:59
solved and um he's now a regular visitor
00:20:03
at Frosty's uh ice cream shop mhm that's
00:20:06
cute I like that but the the cool thing
00:20:08
about that and the the the great thing
00:20:10
about that is that's the type of person
00:20:12
we want we want someone that's not just
00:20:15
you know help not just say oh call
00:20:18
Samsung he's like showed them how to
00:20:21
contact them how what to contact them
00:20:23
and kind of Step them through the
00:20:24
process and doing going above and beyond
00:20:27
to take care of our customers that's
00:20:29
really the type of people we want in our
00:20:30
work I mean what I'm hearing are a few
00:20:33
things Mark I'm hearing you give your
00:20:35
employees time to go eat ice cream you
00:20:39
know they like ice cream you're giving
00:20:41
him obviously budget and time and room
00:20:45
in his day to help a grandma it's and so
00:20:48
these things all are on like a
00:20:51
spreadsheet or a dotted line and I think
00:20:53
for companies that's the problem is
00:20:56
they're just tracking everything so much
00:20:58
that the old school world of going to
00:21:01
get an ice cream and you hear someone's
00:21:03
in trouble and you like go get the the
00:21:05
kitten out of the tree you know it's
00:21:08
just there's it's a there's a lost art
00:21:10
to it so that's why I'm asking you like
00:21:12
you talk about return on experience I
00:21:14
think it's just so hard for businesses
00:21:16
to track this that they don't let their
00:21:17
employees go get ice cream and help the
00:21:21
grandma Yeah I mean and I think you hit
00:21:24
it on the head right when you talked
00:21:25
about why why do you think this Services
00:21:27
may be down
00:21:29
it's like we're in the the economy isn't
00:21:31
great right now and maybe everybody's
00:21:33
looking at costs first but I think
00:21:35
that's the wrong way to look at it I
00:21:37
mean so I'm going to go back to Samsung
00:21:39
again and if you look at all the
00:21:41
products we have we have so many
00:21:43
products right yeah so and if you
00:21:46
there's power and danger in a in uh a
00:21:50
customer experience so the danger is you
00:21:53
create such a bad experience that people
00:21:55
say I'm never going to buy a Samsung
00:21:56
product again that's horrible
00:21:59
but the power is you have a great
00:22:00
experience on a refrigerator for example
00:22:04
and it's such a great experience that
00:22:05
someone says you know what I'm every
00:22:08
product I buy going forward is going to
00:22:09
be Samsung so it doesn't matter if it's
00:22:11
a refrigerator or a washing machine or a
00:22:13
TV or a cell phone I'm only going to buy
00:22:16
Samsung because I know Samsung's going
00:22:17
to take care of so that's that's a way
00:22:20
of looking at it and you can look at you
00:22:22
know when you do if if you need someone
00:22:24
to look at Roi a way to look at it is a
00:22:27
customer lifetime value so you can look
00:22:30
at what is the lifetime value of a
00:22:32
customer if they purchase our products
00:22:34
for the rest of their lives and I think
00:22:36
that's a way to look at it but again I
00:22:38
think about what's the best experience
00:22:40
you can provide if you take care of a
00:22:42
customer good things are going to happen
00:22:44
they're going to come back I think what
00:22:46
you're saying is true Mark but it's
00:22:48
really hard for Business Leaders to
00:22:50
forget that they're not making as much
00:22:53
money as they normally do and a lot of
00:22:55
them do look to customer service and
00:22:57
experience as the first thing that getss
00:22:59
cut does it take a certain type of
00:23:01
leadership to stand up and say okay
00:23:03
we're not going to cut experience even
00:23:05
though we're in un certain Economic
00:23:07
Times I think it does um I think there's
00:23:11
a couple things that are important one
00:23:13
you have like I said before you have to
00:23:15
have someone who's customer focused as a
00:23:17
leader but then you also have to have
00:23:19
someone that like thinks more longterm
00:23:21
instead of shortterm thinking about cost
00:23:24
is that's a shortterm look at it
00:23:27
longterm is think about customer
00:23:29
experience and building lifetime
00:23:32
customers and I think you have to you
00:23:34
have to have passion for that to be able
00:23:36
to share that with your leadership and
00:23:38
get them on the same page because no
00:23:40
one's just going to buy that right away
00:23:41
you have to get them on the same page
00:23:43
and you have to get them done expand it
00:23:44
and turn them into customer Advocates
00:23:47
too is that something you track life
00:23:49
what you call Lifetime
00:23:52
customers we we um we have a yeah we we
00:23:57
we have used um
00:23:59
uh a customer lifetime value and we we
00:24:03
can use that in rois so we've used that
00:24:05
in rois before if we have to provide an
00:24:09
Roi yeah I think that it's so hard for
00:24:12
Business Leaders like yourself right now
00:24:14
because they're under so much pressure
00:24:15
from the higher ups to to show Roi and
00:24:20
it's just it's such a tough game I think
00:24:22
that's why so many customer Centric
00:24:23
companies often the founders are still
00:24:26
involved or they just have this like
00:24:28
special culture that has been protected
00:24:31
through the right leadership decisions
00:24:33
and customer Centric leadership is there
00:24:36
something unique about customer Centric
00:24:38
leadership a tip that you have for our
00:24:40
listeners that might be facing a company
00:24:42
where maybe they don't have as much
00:24:44
support you know again think long-term
00:24:47
don't think shortterm right I want these
00:24:50
customers around for for a long time I
00:24:53
don't want them here just for this one
00:24:54
product it's more than this product it's
00:24:56
this product than the next product in
00:24:58
the next product and um get people like
00:25:04
get people to put themselves in the
00:25:06
shoes of their customers so like you
00:25:09
like how would you want to be treated if
00:25:11
you had a problem or or even better than
00:25:14
that how would you the most important
00:25:16
person in your life how would you want
00:25:17
them treated if they had a problem so
00:25:20
think change your mindset change your
00:25:23
mindset and and and think about your
00:25:25
customers as if it as if it was the most
00:25:28
important person in your
00:25:30
life right absolutely all right well
00:25:33
love that I think that's a good note to
00:25:35
wrap on but let's get to know you a
00:25:37
little bit and do some rapid fire does
00:25:39
that sound good sure thank you all right
00:25:43
sounds good first question of Rapid Fire
00:25:45
what's the most important part of your
00:25:46
morning
00:25:48
routine
00:25:50
um I I I work out so I I I uh either run
00:25:55
or do weights or do something aerobic I
00:25:59
like the aerobic stuff I like to sweat
00:26:00
in the morning if I don't I feel like
00:26:03
I'm off for the rest of the day so I got
00:26:05
to do that I got to do something
00:26:07
exercise in the morning what show are
00:26:10
you currently
00:26:12
streaming um there's a couple but uh I
00:26:16
really love alone have you seen that one
00:26:19
alone on Netflix alone alone it's it's a
00:26:24
reality where they drop these people off
00:26:25
in this remote areas like Northern
00:26:28
Canada or Alaska and they basically have
00:26:31
to they they got to patch their own food
00:26:34
and cook their own food and build
00:26:36
shelters and live in these harsh
00:26:39
conditions and it's I mean I like to
00:26:41
think that I could do it I know I
00:26:42
couldn't but it it's sure looks
00:26:45
cool okay great love that um what's your
00:26:48
favorite type of
00:26:51
vacation um okay I have two answers to
00:26:54
that so one if I'm just if it's like
00:26:56
just me with the guys I like to go
00:26:58
somewhere remote fishing um if it's me
00:27:01
with my wife uh I love going hiking we
00:27:04
love going hiking in the mountains um
00:27:07
getting away from cities and being in
00:27:09
nature somewhere that's the best for me
00:27:12
perfect and if you could have lunch with
00:27:14
anyone Dead or Alive who would it
00:27:18
be um can I give you two I'll give you a
00:27:22
dead and
00:27:23
alive uh dead Vince Lombardi I'm I am a
00:27:27
cheese head from Wisconsin I'm a big
00:27:29
Green Bay Packer fan and I would love to
00:27:32
love to sit down with Vince Lombardy
00:27:35
awesome leader uh great coach they Nam
00:27:38
the Super Bowl trophy after him so Vince
00:27:40
Lombardi and then alive Elon mus man I'd
00:27:45
love to just hear his thought process on
00:27:48
how he came up with all these crazy
00:27:49
ideas and I have a Tesla and I love it
00:27:52
too awesome love to talk to him about
00:27:55
that love it and if you had a describe
00:27:58
your outlook in one quick motto what
00:28:00
would it
00:28:02
be greet people the way You' want the
00:28:05
most important person in your life
00:28:07
created I keep coming back to that but I
00:28:09
think that's the way it should be for
00:28:10
everything I love it simple I don't
00:28:13
think the world if if yeah simple right
00:28:16
but
00:28:19
profound well Mark this has been really
00:28:21
fun thank you for doing this um I mean I
00:28:24
guess if people want to buy Samsung
00:28:26
products they probably know how to do
00:28:27
that
00:28:28
but any any closing thoughts that you
00:28:31
want to share with our
00:28:33
audience I mean Samsung makes a lot of
00:28:36
incredible products so check them out
00:28:39
give them a try
00:28:41
um we oh can I can I share one more cool
00:28:44
thing yeah one more technology kind of
00:28:47
thing so we we do something um called
00:28:50
proactive care so a lot of our products
00:28:53
have Samsung smart things incorporated
00:28:56
into it so for example our refriger
00:28:58
digital appliances and one of the cool
00:29:00
things that we do uh assuming the
00:29:03
customer opts in is we can monitor the
00:29:05
the health of your product and we can
00:29:08
actually proactively take care of issues
00:29:10
so for example your refrigerator over
00:29:12
time the temperature keeps a raising uh
00:29:14
we can reach out to you and and let you
00:29:16
know what action to take or if it looks
00:29:18
like is necessary we can actually
00:29:19
schedule a repair before it actually
00:29:21
breaks down that's a cool technology
00:29:24
that is incorporated into our products
00:29:26
and um really excit about that love it
00:29:30
well just another reason to buy
00:29:32
Samsung well I have a Samsung washer and
00:29:35
dryer I'm going to right after this go
00:29:36
put my clothes in the dryer so thank you
00:29:38
so much for working a washer dryer um
00:29:42
thanks for thank you for being a
00:29:43
customer oh thank you for keeping my
00:29:46
clothes clean um Everybody you've been
00:29:48
tuning into to the modern customer
00:29:50
thanks for watching until next time
00:29:52
thanks for watching don't forget to
00:29:54
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